Big Mountain Counter Tops

My wife and I recently had mixed experiences with Big Mountain Counter Tops. To first review the good, we came into the office and Alisha was very helpful. She was able to answer all of our questions regarding counters, sinks, styles, colors, etc. The process from receiving an estimate, having our counters measured, ordering our counters, and having the counters installed went quickly and all happened within a 2-3 week period. We love the way our counters look. The sink that was installed looks very nice. The two men that installed the counters were very kind and considerate in our home.
There were some things that took place that unfortunately made a good experience difficult. We went with laminate counter tops and we wanted an under mount sink as well. When Jim came by to measure out counters we informed him of this and he said that if we wanted an under mount sink with laminate counter tops that it has to be a Karan sink. We went online and found a nice $184 Karan under mount sink. As time got closer for our counters to be installed, my wife contacted Jim to let him know we have the Karan sink and that we’d bring it in for them to install. My wife was informed at that time that it has to be a specific kind of Karan under mount sink. He informed us that they have some in their warehouse in Salt Lake. However, their sinks are $400 and to install it would cost an additional $200. We went ahead with this process despite the significant cost difference.
The installation took place and as was stated before, everything looks great in our kitchen and bathrooms. We began the process to return the original sink that was ordered online. To return the sink, it cost us about $50 to ship it back and another $50 as a restocking fee. We did not feel like we were completely responsible for the miscommunication or lack of communication regarding this sink and so we reached out to Jim to discuss the matter.
We called Jim and communicated our concern that he told us to get a Karan sink, which we did, and that now we’ve had to undertake an additional $100 costs as a result of the error in communication. Jim’s response lacked empathy and he stated that he was not responsible for the error. He was not concerned about customer satisfaction. His repeated response was that he told my wife what brand to get and that if she had additional questions to call him.
We understand the need to ask questions and we asked as many as we could think of throughout the process. We did not realize that there were additional questions that needed to be asked about the type of sink or we would have asked them. We feel like we’ve been honest with Big Mountain Counter Tops and we’re disappointed specifically with Jim and his response to our concerns. The business approach of telling customers some of the information and arguing that it is the consumers fault if they are uninformed because they did not ask for more is dishonest.
Some of the caulk work in the bathroom needed cleaning up as there are gaps and holes that required attention. When the soap dispenser hole was made in the sink, it was put in a spot in which the underside of the counter top was uneven, making it so the soap dispenser does not sit at a level angle on the surface. These details were minor to us though and are things we felt we could deal with, but the dishonesty was not.
There are many things that we liked about Big Mountain Counter Tops, but unfortunately this experience with Jim prevents us from recommending others to go to Big Mountain.